Fast food giant Chick-fil-A is shaking things up! As part of its commitment to enhancing customer satisfaction and promoting sustainability, Chick-fil-A has started to implement significant changes to its menu and operations. Below are the five major changes underway at Chick-fil-A to stay ahead of the curve.
1. Bold Menu Updates
Chick-fil-A, known for its classic and simple menu, has recently unveiled a new limited-time offering that showcases its adventurous side. The Maple Pepper Bacon Sandwich, available nationwide until August 24th or while supplies last features a lemon herb-marinated grilled chicken breast, maple-flavored brioche bun, Pepper Jack cheese, green leaf lettuce, sweet and spicy pickles, and bacon tossed in brown sugar and pepper blend.
Despite the sandwich’s complexity, the flavors harmonize beautifully, creating a light yet indulgent experience. The maple brioche bun complements the bacon without overpowering the dish, while the spicy bread and butter pickles add a perfect balance of heat.
In addition to the new sandwich, Chick-fil-A has been experimenting with its signature waffle fries. Although rumors of the chain eliminating its original waffle fries were quickly dispelled, with Chick-fil-A assuring customers that the beloved menu item is here to stay, the company is testing a new recipe that uses a blend of starches for increased crispiness.
These changes, while limited in scope, demonstrate Chick-fil-A’s commitment to innovation and evolution. By introducing new menu items and refining existing ones, the chain aims to keep its offerings fresh and exciting while maintaining the simplicity that has made it a beloved fast-food destination.
2. A Commitment to Cut Food Waste
In a move that aligns with growing consumer demand for sustainable business practices, Chick-fil-A has announced its commitment to join the U.S. Food Waste Pact. As the first restaurant company to sign on to this national voluntary agreement, Chick-fil-A aims to play a significant role in reducing food waste across the United States.
The U.S. Food Waste Pact, launched in late 2023, is guided by a “Target, Measure, Act” framework that emphasizes the importance of data collection and reporting in understanding the scope of food waste. By joining the pact, Chick-fil-A will collaborate with other food businesses to develop and implement effective solutions to prevent and reduce wasted food by 50% by 2030.
Chick-fil-A’s participation in the pact builds upon its existing goal of diverting 25 million pounds of food waste from landfills by 2025. Through initiatives such as the Chick-fil-A Shared Table Program, which donates surplus food to local charitable organizations, and composting efforts in over 130 restaurants nationwide, the company has already diverted 23.9 million pounds of food waste.
3. Aggressive Digital Push
Chick-fil-A is embracing the age of automation with the launch of its first mobile pickup restaurant in New York City, reflecting a significant shift in the fast-food landscape. This innovative location, which opened on March 21st, operates without traditional ordering kiosks, menu boards, or seating, focusing solely on digital orders placed through the Chick-fil-A app or online.
Designed to cater to the fast-paced lifestyle of New Yorkers, the restaurant features distinct areas for customers and couriers to efficiently pick up their orders. With digital sales accounting for over half of Chick-fil-A’s business in certain markets (via Restaurant Business Online), this prototype aims to streamline the customer experience by utilizing geofencing technology to alert staff when customers arrive, ensuring quick service.
This mobile pickup concept is part of Chick-fil-A’s broader strategy to adapt to changing consumer preferences while maintaining its signature hospitality. As digital orders continue to rise, the company is committed to exploring new ways to meet customer needs without compromising the quality of service they expect. If successful, this location could pave the way for more mobile pickup units in the future, reinforcing Chick-fil-A’s position as a leader in the fast-food industry.
4. Nationwide and Overseas Expansion
Chick-fil-A has experienced significant success with domestic expansion, currently operating over 3,000 restaurants across the United States. The Atlanta-based chain has consistently opened around 100 new locations each year, and 2024 is no exception. This year, new Chick-fil-A units have emerged in various cities, including La Jolla, California; Yonkers, New York; Miami Shores, Florida; and Parsippany, New Jersey. Additionally, the chain has launched two new drive-thru-only locations in Vero Beach, Florida, and Riverside, California.
Beyond its domestic growth, Chick-fil-A is making a strong push for international expansion. The company plans to establish a presence in Europe and Asia by 2025, with ambitions to enter five international markets by 2030. Recently announced plans include opening Chick-fil-A restaurants in the United Kingdom by early 2025, with a target of having five locations operating there by the end of 2027.
Chick-fil-A is also expanding into Canada, with two new restaurants set to open in Alberta this year, and plans for up to 20 locations in the province by 2030, according to Nation’s Restaurant News.
5. Antibiotic Policy Change
In a notable shift that is likely to spark discussion, Chick-fil-A announced this spring a significant change to its antibiotic policies. Due to ongoing supply chain challenges, the chain is moving from its previous commitment to serve chicken raised with No Antibiotics Ever (NAE) to a standard of No Antibiotics Important to Human Medicine (NAIHM). This change marks a departure from the company’s pledge made in 2014 to exclusively offer antibiotic-free chicken.
Chick-fil-A stated that this adjustment is necessary “to maintain the supply of the high-quality chicken you expect from us,” as reported by Reuters. The company clarified that the antibiotics permitted under this new policy are not critical to human health and would only be administered if the animals or those around them become ill.
While this decision may initially seem unappealing, it’s important to note that Chick-fil-A is not alone in this policy change. Both Tyson Foods and Panera Bread have recently made similar adjustments to their antibiotic practices. Additionally, several major fast-food chains, including McDonald’s, KFC, and Papa John’s, already allow the sale of poultry raised under the NAIHM standard.
Why These Changes Are Necessary
Chick-fil-A has long been recognized for its rapid service and exceptional customer care, consistently ranking among the top fast-food chains in consumer sentiment. However, recent surveys indicate that the brand may be experiencing a decline in its customer service standings. After three consecutive years at the top of Newsweek’s annual America’s Best Customer Service survey, Chick-fil-A slipped to second place in both the 2023 and 2024 editions. Similarly, after achieving the number one spot in USA Today’s 2023 Readers’ Choice Awards, the chain fell to third place in 2024, trailing behind KFC and Del Taco.
While some would say that it’s an overreaction to overhaul Chick-fil-A’s business model based solely on these survey results, the chain recognizes that complacency is not an option. Today’s success does not guarantee future results, especially in the competitive fast-food industry. With numerous well-established competitors holding significant market share, every fast-food brand must continually innovate to capture the attention and loyalty of the modern consumer.
Chick-fil-A’s commitment to high standards of service has historically set it apart. Still, as customer expectations evolve, the chain must adapt to maintain its reputation and profitability. The fast food landscape is constantly changing, and staying ahead requires a proactive approach to meet the needs of discerning customers.
For the uninitiated, Chick-fil-A is currently America’s third-largest fast-food chain by revenue. According to Nation’s Restaurant News, the chain recorded over $21 billion in sales in 2022, more than doubling its total revenues from just four years prior in 2018.